Pengaruh Kualitas Jasa terhadap Kepuasan dan Dampaknya pada Loyalitas dan Niat Pelanggan untuk beralih pada Nasabah Pt. Pegadaian (Persero) di Surabaya

AL-HAZMI, ADDIS (2013) Pengaruh Kualitas Jasa terhadap Kepuasan dan Dampaknya pada Loyalitas dan Niat Pelanggan untuk beralih pada Nasabah Pt. Pegadaian (Persero) di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Recently, business competition in meeting the financial needs of the community tend to increase. Competition arises because people who need funds is increasing from year to year. Nowdays, lending services such as pawnshops evolves in the streets, by offering low interest and have simple requirements. PT. Pawnshop (Persero) is one of the state-owned financial institution, engaged in lending services to the public on the basis of legal mortgage. From the side of the trust, for now remains a pawnshop lending financial institutions are reliable. However, it does not guarantee that customers who believe in PT Pawnshop services were satisfied with the services provided. Therefore, the purpose of this study was to examine the effect of service quality on satisfaction and its impact on customer loyalty and intentions to switch on the customer PT. Pawnshop (Persero) in Surabaya. The data collection technique used in this research is questionnaire technique. The research was conducted in Surabaya, the data was analyze with SEM through AMOS 19 software. The result are Service Quality his significant positif influence to Customer Satisfaction, Customer Satisfaction his significant positif influence to Customer Loyalty, and Customer Satisfaction his significant positif to Customer Intention To Switch. Keywords: services quality, Customer Satisfaction, Customer Loyalty, Customer Intention To Switch

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 06 Nov 2019 10:20
Last Modified: 06 Nov 2019 10:20
URI: http://eprints.perbanas.ac.id/id/eprint/4336

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